Case Study

Last-minute changes to the scope loomed menacingly, but by hiring specialty coaches, enlisting additional expert resources and reducing unnecessary service dispatches, a major communications provider saved millions of dollars while observing a significant uptick in customer satisfaction.

News

IAOP® has named Alorica to its 2017 Global Outsourcing 100 list of the world’s best outsourcing service providers. The list includes companies from around the world that provide the full spectrum of outsourcing services.

Company is Honored for Exceptional Creativity and Innovation in the Outsourcing Category

IRVINE, Calif. (June 30, 2014)Alorica, a worldwide leading provider of customer management outsourcing solutions, has been chosen by the International Quality & Productivity Center (IQPC) 2014 Call Center Week Excellence Awards as the winner in the ‘Best Outsourced Provider’ category. The award recognizes top industry innovators and was given to Alorica for its strategic thinking, creativity and execution of outsourcing solutions.

“Alorica is delighted to receive this prestigious honor and pleased to be recognized as the top BPO in the industry by IQPC,” said Andy Lee, chairman and chief executive officer of Alorica. “This award validates the ongoing hard work all of our employees do to provide our customers with the tools they need to be innovative leaders in their respective industries. One of our primary focuses is to provide an exceptional experience for our clients’ customers, which has positioned us as a leader in the market.”

The 2014 Call Center Excellence Awards, held in conjunction with the 15th Annual Call Center Week conference in Las Vegas, honored call center companies and individuals that achieve creative excellence in the customer service industry. With the bar for merit and quality set higher and higher each year, these awards showcase the top leaders of the industry. Alorica has more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, and offers the proven industry experience and know-how to provide a total customer management solution.

Alorica is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, to customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels. Alorica’s award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, Calif. with more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, Alorica offers the proven industry experience and know-how to provide a total customer management solution. For more information, please visit www.alorica.com.

Press Release

Published on 30 June, 2014

Company is Honored for Exceptional Creativity and Innovation in the Outsourcing Category

IRVINE, Calif. (June 30, 2014)Alorica, a worldwide leading provider of customer management outsourcing solutions, has been chosen by the International Quality & Productivity Center (IQPC) 2014 Call Center Week Excellence Awards as the winner in the ‘Best Outsourced Provider’ category. The award recognizes top industry innovators and was given to Alorica for its strategic thinking, creativity and execution of outsourcing solutions.

“Alorica is delighted to receive this prestigious honor and pleased to be recognized as the top BPO in the industry by IQPC,” said Andy Lee, chairman and chief executive officer of Alorica. “This award validates the ongoing hard work all of our employees do to provide our customers with the tools they need to be innovative leaders in their respective industries. One of our primary focuses is to provide an exceptional experience for our clients’ customers, which has positioned us as a leader in the market.”

The 2014 Call Center Excellence Awards, held in conjunction with the 15th Annual Call Center Week conference in Las Vegas, honored call center companies and individuals that achieve creative excellence in the customer service industry. With the bar for merit and quality set higher and higher each year, these awards showcase the top leaders of the industry. Alorica has more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, and offers the proven industry experience and know-how to provide a total customer management solution.

Alorica is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, to customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels. Alorica’s award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, Calif. with more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, Alorica offers the proven industry experience and know-how to provide a total customer management solution. For more information, please visit www.alorica.com.

While there’s no arguing that automation of low-skill tasks in contact centers is a trend that is gaining momentum and a strategy that’s important to explore. But, it’s also important to remember that your agents need to be on board with this strategy too.